Updating Tracking Information

Merchants cannot manually update their own tracking information on existing orders from within CommerceInterface. They will need the assistance of a Merchant Success agent to make these changes.

This means it’s imperative merchants do everything they can to avoid broken or inaccurate tracking uploads. However, in the situation that an order's tracking number does need to be changed, merchants will need to follow the steps outlined in this article. 

Avoiding Broken/Inaccurate Tracking

Broken or inaccurate tracking cause issues for merchants and their customers alike. That's why it's so important that merchants ensure all information is correct before uploading new orders into CommerceInterface. 

The most common cause for broken tracking is inaccurate Carrier Codes. Merchants should make sure they are using the correct Carrier Codes when completing the shipment_carrier field for each order.

Review our list of Approved Carrier codes. Save this file for your future reference.

Requesting Tracking Updates

1. Download the “Tracking Update Template”and complete it for all affected orders. 

For Column A, use the "ORDER ID" as listed in CommerceInterface.

For Column D, reference our list of Approved Carrier Codes.

2. Format all data fields as "Text", then Save As a .CSV file. 

If your data is not formatted correctly, our system cannot process it properly. Make certain all numbers are formatted as "Text", and not "Numbers" or "Normal". 

3. Open a new Support Ticket with the subject line "TRACKING UPDATE - File Attached". 

Attach your new .CSV to this ticket, and one of our support agents will help make that change in our system as soon as possible.